AccountId: 011433970860
ContactId: 29b4cdbd-1445-4ed3-86e0-644f3b3b9b24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169339 ms
Total Talk Time (AGENT): 43940 ms
Total Talk Time (CUSTOMER): 44996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/29b4cdbd-1445-4ed3-86e0-644f3b3b9b24_20250411T20:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is, uh, [PII] last name initial [PII], operation assistant calling from the office of uh Doctor John Mining Aqua Water Edge. Uh, we're just calling to check the status of a PA that we have submitted for our patient, please.
[AGENT][NEUTRAL] OK, a prior authorization?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um, do you have the good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, I don't have that policy.
[AGENT][NEUTRAL] OK, the last name?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, give me one moment, pulling it up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, you said the uh last name was [PII], and first name [PII]?
[CUSTOMER][NEUTRAL] Uh, no, [PII].
[AGENT][NEUTRAL] Yeah, OK, I'm sorry.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, this plan, we don't require prior authorization for any procedures. This is a secondary plan.
[CUSTOMER][NEUTRAL] So it doesn't required uh PA.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh do you happen to have a reference ID?
[AGENT][NEUTRAL] Uh it's just my name. It's [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I guess that that's all the information I need. uh, thank you for your time and you have a great one.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] Goodbye.